Duygusal Zeka ile Hizmet Oryantasyonluluk Arasındaki İlişkide Transaksiyonel Analiz Ego Durumlarının Düzenleyici Rolü

Çağrı İzci

doi:10.52791/aksarayiibd.1066615

Duygusal Zeka ile Hizmet Oryantasyonluluk Arasındaki İlişkide Transaksiyonel Analiz Ego Durumlarının Düzenleyici Rolü

Öz

Bir hizmetin değerlendirilmesinde iletişim becerisi önemli bir unsurdur. Müşteri ile etkileşimin yoğun olarak yaşandığı otellerde çalışanların iletişim gücü, hizmetin etkinliğini ortaya çıkarmaktadır. Ayrıca, çalışanların duygu yönetimi de sunulan hizmetin başarısını etkileyen göstergelerden biridir. Buradan hareketle; araştırmanın amacı duygusal zeka ile hizmet oryantasyonluluğu ilişkisinde transaksiyonel analiz ego durumlarının düzenleyicilik etkisinin belirlenmesidir. Bu doğrultuda, Muğla ilinde faaliyet gösteren 4 ve 5 yıldızlı otel çalışanlarından anket uygulaması ile 960 veri toplanmıştır. Araştırma sonuçlarına göre; hizmet oryantasyonluluk üzerinde duygusal zeka boyutlarından başkalarının duygularını değerlendirme ve duyguların kullanımının pozitif etkisinin olduğu saptanmıştır. Ayrıca, araştırmanın ana amacı doğrultusundaki analiz sonuçlarına göre; duygusal zeka boyutlarından başkalarının duygularını değerlendirme ve duyguların kullanımı ile hizmet oryantasyonluluk ilişkisinde doğal çocuk ve isyankar çocuk ego durumu haricinde tüm ego durumlarının (eleştirel ebeveyn, destekleyici ebeveyn, yetişkin, itaatkar çocuk) düzenleyici etkisi bulunmuştur.

Anahtar Kelimeler

Kaynakça

Abdollahi, A., Carlbring, P., Khanbani, M. and Ghahfarokhi, S. A. (2016). Emotional intelligence moderates perceived stress and suicidal ideation among depressed adolescent inpatients. Personality and Individual Differences, 102, 223-228.
Adams, J. R. (2009). Using Winnie the Pooh characters to illustrate the transactional analysis ego states. Journal of Creativity in Mental Health, 4(3), 237-248.
Ağaoglu, O. K. (1992). İsgücünü Verimli Kullanma Tekniklerinin Turizm SektörüneUygulanması, Verimlilik Dergisi, 457, 110-121.
Arfara, C. and Samanta, I. (2016). The impact of emotional intelligence on improving team-working: the case of Public Sector (National Centre for Public Administration and Local Government-NCPALG). Procedia-Social and Behavioral Sciences, 230, 167-175.
Ayyıldız, H. ve Cengiz, A. G. E. (2006). Pazarlama Modellerinin Testinde Kullanılabilecek Yapısal Eşitlik Modeli (Yem) Üzerine Kavramsal Bir İnceleme. Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 11(2), 63-84.
Baron, R. M. and Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of personality and social psychology, 51(6), 1173-1182.
Bayram, N. (2010). Yapısal eşitlik modellemesine giriş AMOS uygulamaları. Bursa: Ezgi Kitabevi.
Berne, E. (1961). Transactional analysis in psychotherapy: A systematic individual and social psychiatry. New York: Grove Press.

Berne, E. (1964). Games people play. New York: Grove Press.
Booth, L. A. And Manning, D. J. (2006). Observations of radiographer communication: an exploratory study using transactional analysis. Radiography, 12(4), 276-282.
Booth, L. (2008). The radiographer-patient relationship: Enhancing understanding using a transactional analysis approach. Radiography, 14(4), 323-331.
Ciucur, D. (2013). The ego states and the “big five” personality factors. Procedia-Social and Behavioral Sciences, 78, 581-585.
Coetzee, M. and Harry, N. (2014). Emotional intelligence as a predictor of employees' career adaptability. Journal of Vocational Behavior, 84(1), 90-97.
Cran, D. J. (1994). Towards validation of the service orientation construct. Service Industries Journal, 14(1), 34-44.
Çalışkan, N. ve Özkoç, A. G. (2016). Örgütlerde Paternalist Liderlik Algısına Etki Eden Ulusal Kültür Tiplerinin Belirlenmesi. Journal of Yaşar University, 11(44), 240-250.
Donavan, D. T., Brown, T. J. and Mowen, J. C. (2004). Internal benefits of service-worker customer orientation: Job satisfaction, commitment, and organizational citizenship behaviors. Journal of Marketing, 68(1), 128-146.
Dos Santos, A. A., Dornelles, M. and Crispim, S. F. (2020). Emotional Salespeople: Customer orientation and emotional intelligence. Revista de Negócios, 25(1), 56-67. Gerber, H. and Hall, N. (2017). Quantitative research design. Data acquisition-1 day. Pretoria: HR Statistics
Hadzi-Pesic, M., Mitrovic, M., Car, K. B. and Stojanovic, D. (2014). Personality of alcohol addict according to the theory of transactional analysis. Procedia-Social and Behavioral Sciences, 127, 230-234.
Hair, J. F., Black, W. C., Babin, B. J. and Anderson. R. E. (2014). Multivariate data analysis. New International Edition. New Jersey: Pearson Prentice Hall.
Hayes, A. F. (2017). Introduction to mediation, moderation, and conditional process analysis: A regression-based approach. New York: Guilford publications.
http-2: https://data.worldbank.org/indicator/NV.SRV.TOTL.ZS?end=2018&mostrecentvaluedesc=true&start=1960. (Erişim Tarihi: 10.10.2019).
Jeon, T. S. and Nam, T. Y. (2012). The effects of emotional intelligence on the customer orientation and customer relationship management performance of hotel employees. The Journal of Distribution Science, 10(10), 17-24.
Kearney, T., Walsh, G., Barnett, W., Gong, T., Schwabe, M. and Ifie, K. (2017). Emotional intelligence in front-line/back-office employee relationships. Journal of Services Marketing. 31(2), 185-199.
Kenward, L. (2013). Teaching communication via awareness of Berne's personal ego states. Nurse Education Today, 33(10), 1096-1098.
Kim, H. J., McCahon, C. and Miller, J. (2003). Service orientation for contact employees in Korean casual-dining restaurants. International Journal of Hospitality Management, 22(1), 67-83.
Kline, R.B. (2011). Principles and practice of structural equation modeling (3rd ed.). New York: The Guilford Press
Koç, E. ve Boz, H. (2014). Psychoneurobiochemistry of tourism marketing. Tourism Management, 44, 140-148.
Kuijt, J. D. (1978). Transactional analysis ego states: Subdivisions and definitions determined by latent partition analysis. Doktora Tezi. University of British Columbia.
Lahap, J., O’Mahony, B. and Dalrymple, J. (2016). The Importance of Communication in Improving Service Delivery and Service Quality in the Malaysian Hotel Industry. Procedia-Social and Behavioral Sciences, 224, 213-220.
Lee, J. J. and Ok, C. (2012). Reducing burnout and enhancing job satisfaction: Critical role of hotel employees’ emotional intelligence and emotional labor. International Journal of Hospitality Management, 31(4), 1101-1112.
Lee, Y. K., Park, D. H. and Yoo, D. K. (1999). The structural relationships between service orientation, mediators, and business performance in Korean hotel firms. Asia Pacific Journal of Tourism Research, 4(1), 59-70.
Lytle, R. S., Hom, P. W. and Mokwa, M. P. (1998). SERV*OR: A managerial measure of organizational service-orientation. Journal of Retailing, 74(4), 455-489.
Lytle, R. S. and Timmerman, J. E. (2006). Service orientation and performance: an organizational perspective. Journal of Services Marketing, 20(2), 136-147.
Menteş, N. (2020). Mutluluk, gelir ve demokrasi: dünya ülkeleri için yapısal eşitlik modeli önerisi. İnsan ve Toplum Bilimleri Araştırmaları Dergisi, 9(3), 2138-2153.
Merida-Lopez, S. and Extremera, N. (2017). Emotional intelligence and teacher burnout: A systematic review. International Journal of Educational Research, 85, 121-130.
Mikolajczak, M. and Van Bellegem, S. (2017). Increasing emotional intelligence to decrease healthcare expenditures: How profitable would it be? Personality and Individual Differences, 116, 343-347.
Mohanty, A. and Mohanty, S. (2018). The impact of communication and group dynamics on teamwork effectiveness: The case of service sector organisations. Academy of Strategic Management Journal, 17(4), 1-14.
Mohsin, A., Rodrigues, H. and Brochado, A. (2019). Shine bright like a star: Hotel performance and guests’ expectations based on star ratings. International Journal of Hospitality Management, 83, 103-114.
Mohzan, M. A. M., Hassan, N. and Halil, N. A. (2013). The influence of emotional intelligence on academic achievement. Procedia-Social and Behavioral Sciences, 90, 303-312.
Murakami, M., Matsuno, T., Koike, K., Ebana, S., Hanaoka, K. and Katsura, T. (2006). Transactional analysis and health promotion. In International Congress Series, 1287, 164-167.
Pekaar, K. A., Bakker, A. B., van der Linden, D. and Born, M. P. (2018). Self-and other-focused emotional intelligence: Development and validation of the Rotterdam Emotional Intelligence Scale (REIS). Personality and Individual Differences, 120, 222-233.
Pettijohn, C. E., Rozell, E. J. and Newman, A. (2010). The relationship between emotional intelligence and customer orientation for pharmaceutical salespeople. International Journal of Pharmaceutical and Healthcare Marketing. 4(1), 21-39.
Rode, J. C., Arthaud-Day, M., Ramaswami, A. and Howes, S. (2017). A time-lagged study of emotional intelligence and salary. Journal of Vocational Behavior, 101, 77-89.
Safarnia, H., Akbari, Z. and Abbasi, A. (2011). Review of emotional ıntelligence and market orientation in the industrial estates companies in the Kerman City (Iran): Appraisal and testing of model by amos graphics. International Journal of Economics and Management, 5(1), 226-250.
Salovey, P. and Mayer, J. D. (1990). Emotional intelligence. Imagination, Cognition and Personality, 9(3), 185-211.
Schneider, B. and Bowen, D. E. (1985). Employee and customer perceptions of service in banks: Replication and extension. Journal of applied Psychology, 70(3), 423-433.
Shamim, S., Cang, S. and Yu, H. (2017). Supervisory orientation, employee goal orientation, and knowledge management among front line hotel employees. International Journal of Hospitality Management, 62, 21-32.
Shirai, S. (2006). How transactional analysis can be used in terminal care. In International Congress Series, 1287, 179-184.
Singh, K. (2012). Enhancing service orientation through emotional intelligence amongst health care professionals: A case study of government hospital in Delhi, India. India.
Sirridge, S. T. (1980). Transactional analysis: promoting ok'ness. In M. Fine (Ed.), Handbook on parent education (ss. 123-152), New York: Academic Press.
Solomon, C. (2003). Transactional analysis theory: The basics. Transactional Analysis Journal, 33(1), 15-22.
Şengül, C. M. (2008). Örgüt çalışanlarının kişilik, iş tatmini ve örgütsel bağlılıkları arasındaki ilişkinin incelenmesi. Yayınlanmamış Doktora Tezi. Manisa: Celal Bayar Üniversitesi, Sosyal Bilimler Enstitüsü.
Tabachnick, B. G. and Fidell, L. S. (2007). Using Multivariate Statistics. Boston, MA: Pearson.
Tang, T. W. (2014). Becoming an ambidextrous hotel: The role of customer orientation. International Journal of Hospitality Management, 39, 1-10.
Vaish, A., Vaish, A., Vaishya, R. and Bhawal, S. (2016). Customer relationship management (CRM) towards service orientation in hospitals: A review. Apollo Medicine, 13, 224-228.
Van Griethuijsen, R. A., van Eijck, M. W., Haste, H., den Brok, P. J., Skinner, N. C., Mansour, N., Gencer, A. S. and BouJaoude, S. (2015). Global patterns in students’ views of science and interest in science. Research In Science Education, 45(4), 581-603.
Yeo, Y. and Park, E. J. (2019). Emotional Intelligence, customer orientation, and the organizational performance of hair salon workers. Asian Journal of Beauty and Cosmetology. 17(2), 199-209.
Wachtel, J. M. (1980). Transactional analysis training for the travel industry. Annals of Tourism Research, 7(3), 455-471.
Wong, C. S. and Law, K. S. (2002). The effects of leader and follower emotional intelligence on performance and attitude: An exploratory study. The Leadership Quarterly, 13(3), 243-274.

Ayrıntılar

Birincil Dil

Türkçe

Konular

İşletme

Bölüm

Araştırma Makalesi

Yazarlar

Çağrı İzci ^*
0000-0002-1271-9413
Türkiye

Yayımlanma Tarihi

30 Mart 2022

Gönderilme Tarihi

1 Şubat 2022

Kabul Tarihi

21 Mart 2022

Yayımlandığı Sayı

Yıl 1970 Cilt: 14 Sayı: 1

DOI

https://doi.org/10.52791/aksarayiibd.1066615

IZ

https://izlik.org/JA76LZ32YJ

Kaynak Göster

RIS / Bibtex

APA

İzci, Ç. (2022). Duygusal Zeka ile Hizmet Oryantasyonluluk Arasındaki İlişkide Transaksiyonel Analiz Ego Durumlarının Düzenleyici Rolü. Aksaray Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 14(1), 79-96. https://doi.org/10.52791/aksarayiibd.1066615